At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The PositionReady to put the voice of the customer at the heart of healthcare innovation?
As our new field-based Regional Customer Account Manager - South you won’t just manage a team—you will inspire a regional squad of Account Managers and Senior Account Managers to redefine the Roche customer experience. If you are a strategic commercial leader who thrives on the road, builds deep, meaningful relationships, and knows how to turn a superior customer experience into long-term business growth, we want you on our frontline.
Reports to: Head of Customer Account Management
Key Responsibilities
Creates and influences account management strategies that cross organisational boundaries to achieve broad business goals
Establishes and maintains consistent and productive relationships with customer Senior lab management and especially with the “C” suite level leadership teams
Manages/leads critical regional support escalations, often including multiple internal and external support teams and often with visibility to internal and external leadership teams
Leads sharing of best practices with sales & account management team community
Leads clients to drive service performance improvements through effective long term partnerships
Key Activities
Customer experience management
Manages service delivery of a team of peers and account managers, leads through influence
Manages the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust at a regional level
Manages a diverse and complex scope of support issues at a regional level. Solves complex support issues effectively through the internal network of Roche professionals
Assesses customers’ risks & needs and recommends appropriate service offerings to proactively address customer issues at a regional level as well as providing input to the Access and Innovation function
Establishes and maintains relationships with regional sales and cross functional teams to execute on a regional account plan
Contract Development
Ensures Roche and third party stakeholders understand each customer’s requirements and the pressures/opportunities they are experiencing
Works closely with colleagues, third party partners and the customer to ensure changes in and novation to MS contracts are timely and appropriate
Ensures all proposals meet with customer requirements and stage of the contract life cycle
Key Contributions (impact of the role)
Retains and grows customer business and profitability within the region via C suite engagement
Increases NPS for customer satisfaction within region
Drives ideation with innovation and business development function
Drives service performance initiatives with internal and external stakeholders to improve processes focussed on improving customer experience
Team Development
Motivates and leads the team to success, through: development in role; delivery of timely feedback, celebration of success, fostering a culture of team working and collaboration
Organisation of regular 1:1 meetings with team and timely feedback
Active performance management
Decision Making Authority
Authority to make decisions in line with current DOA - Supported by the Customer Account Management Team and Commercial Director
NB: Key Responsibilities/Activities may differ according to each customer requirement
Who you are
Educated to degree level or equivalent
Full valid UK Driving License
Mobile (ability to stay away from home mid-week on occasions)
Preferred location: South (Frequent travels required)
Experience
A successful track record in:
the healthcare environment with a strong understanding of pathology and NHS policy initiatives
diagnostics and lab diagnostics sector (IVD)
leading and shaping a regional cross-functional team in collaboration with other internal & external stakeholders
leading regional team’s engagement with multiple stakeholders of customer organisations by active design of and participation in contract planning, business planning and regional initiatives
project management and/or implementation on small and/or large scale
working within current defined processes & leading to their continuous improvement within assigned region
Line management experience essential.
Knowledge, Skills and Personal attributes
Ability to interact, communicate, strategise and influence at C-levels within the region and beyond
Ability to maintain a broader perspective, and identifies and evaluates opportunities to enhance the business through cross-group collaboration
Strong rapport-building skills and communication skills (both verbal and non-verbal)
Strong analytical and problem-solving skills, with a passion to lead a team of experts to give our clients the personal attention required
Ability to document recommendations formally via service delivery plans and present to customers and account management teams
Ability to make good, timely and financially sound decisions in uncertain or pressurised situations on a consistent basis
A leader who is resourceful, confident under pressure, and has demonstrated knowledge in services, operational support, customer relationship management and business development
Values
Demonstrates Integrity, Courage, Passion
* All skills, knowledge, experience and competencies will be deemed “essential” unless marked otherwise
Ready to keep innovation moving?
Apply today!
Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants’ requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.
